نوع مقاله : مقاله پژوهشی
نویسنده
استادیار گروه اقتصاد دانشگاه پیام نور، تهران، ایران
چکیده
کلیدواژهها
موضوعات
عنوان مقاله [English]
نویسنده [English]
Abstract
Objective: Today, the globalization and use of electronic services has become an undeniable necessity for companies and countries. The success of organizations also depends to a large extent on their adaptation to the changes in the environment around them so that they can keep pace with these environmental changes. Utilization of electronic services can affect various factors in the organization. The present study seeks to investigate the impact of electronic services on the quality of services of the Social Security Organization and reduce costs (Case study: Tabriz branches).
Methods: The research method is descriptive and survey type. The statistical population of this research consists of all customers of the Social Security Organization and financial staff of Tabriz branches. The sample of employees was total and including 31 people and the sample of customers using Cochran's formula was 384 people. Cronbach's alpha was used to evaluate the reliability of the questionnaire. Kolmogorov-Smirnov test was used to check the normality of the distribution of variables and one-sample t-test was used to test the research hypotheses.
Results: The results showed that electronic services have a significant effect on service quality, credibility components, accountability and reliability in the social security organization of Tabriz branches. Also, electronic services have a significant effect on reducing the costs of the Tabriz branch of the Social Security Organization. However, electronic services do not have a significant effect on the component of tangible quality and empathy of the quality of services of the Tabriz branch of the Social Security Organization.
Conclusion: Therefore, strengthening the necessary technical, financial, human and educational contexts and strengthening electronic services in the social security organization will satisfy customers' perception of the quality of the organization's services.
کلیدواژهها [English]
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